Service Cloud Consultant

Build the Future with AspenView Technology Partners At AspenView, we are passionate about transforming the way organizations approach technology. We specialize in creating high-performing, nearshore IT teams to help North American clients innovate faster and more efficiently. As we continue to grow, we’re looking for exceptional people to join our team and help drive impactful change across industries. Why Join AspenView? At AspenView, we’re more than a nearshore IT partner—we’re a people-first, purpose-driven company that believes great culture drives great outcomes. We’re passionate about connecting talent and technology to deliver measurable value for clients—and meaningful career paths for our people. Here’s what you can expect: Competitive base Comprehensive benefits and wellness support Flexible work model: hybrid, remote, or in-office Real growth opportunities and leadership visibility Inclusive, respectful culture that blends U.S. innovation with Colombian heart A company that listens, invests in you, and celebrates wins together About the Role We are seeking a Senior Service Cloud Consultant to design and deliver service operations on Salesforce: case management, routing, channels, knowledge and the agent console that service teams actually work in. Service Cloud is where most Agentforce deployments land, so the role is expected to design service processes that an AI agent can eventually take part in, rather than ones that will have to be rebuilt to allow it. What You Will Do Service Design Design case lifecycle, record types, queues, entitlements, milestones and escalation Configure Omni-Channel routing, skills-based assignment and capacity models Design the console experience so agents see what they need without clicking for it  Channels and Knowledge Implement digital channels: web and in-app messaging, email-to-case, WhatsApp, voice integration Design Knowledge structure, article lifecycle and search so it is usable for both agents and AI grounding AI-Ready Process Identify and prepare candidate processes for Agentforce service agents, including deflection paths Structure data and knowledge so agent responses can be grounded and audited Delivery and Adoption  Run discovery with service leadership and contact-centre operations Define the service metrics the implementation is accountable for, and instrument them  Support agent training and post-launch tuning  What You Bring Experience 5+ years delivering Service Cloud implementations end to end Proficiency with: Case management, entitlements, milestones, assignment and escalation rules Omni-Channel, routing configuration, and presence and capacity design  Salesforce Knowledge, including article types, data categories and search tuning Service Cloud Voice or a CTI integration, and digital channel configuration Flow for service automation, and service reporting and dashboards Salesforce Certified Agentforce Service Consultant (formerly Service Cloud Consultant) required; Administrator required   Contact-centre operational understanding: AHT, first-contact resolution, occupancy, deflection Exposure to Agentforce service agents, or a clear grasp of how they change service design   Professional English — able to run requirement and design conversations directly with North American stakeholders What We’re Looking For This is a contributor role, not a task-execution role. The team already has people who deliver what they are handed. What it needs is people who question whether the right thing is being built, and say so. Holds a point of view and states it, including to senior stakeholders and including after a decision has been made when new evidence warrants reopening it.  Asks why a process, data model, or delivery standard exists before extending it, rather than replicating an incumbent pattern because it is the incumbent pattern.  Surfaces risk, ambiguity, and weak requirements at the moment they are noticed — not at the sprint review, and not at go-live.  Works past the assigned ticket: proposes better approaches, improves what sits around the work, and leaves the team’s practice stronger than it was found.  Argues from evidence and changes position on evidence. Comfortable being wrong in public, uncomfortable staying quiet.  Success Indicators Custom code volume falls or holds flat while delivered functionality grows, because configuration is used where it fits Releases go out without rollback, and failed integrations are detected by monitoring rather than by users Apex tests catch real regressions, evidenced by defects found in CI rather than in UAT Other developers on the squad adopt the patterns this role establishes Education Bachelor’s degree in Computer Science, Software Engineering, Information Systems, or a related field — or equivalent experience Visa Sponsorship AspenView does not sponsor employment visas for this role. Applicants must be permanently authorized to work in their country of residence and must not require visa sponsorship now or in the future. Equal Opportunity Employer AspenView is proud to be an equal opportunity employer. We believe in creating an environment where all employees feel welcome, valued, and empowered to succeed. We celebrate diversity and strive to build a culture of inclusion where all individuals, regardless of their race, color, gender, gender identity or expression, sexual orientation, disability, age, or any other characteristic, can thrive. We encourage applicants from all walks of life to join our team and make a lasting impact.

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